Misleading Information & Unacceptable Service – Dental Benefit Query Complaint:

On 19 November at 13:31, I called Medshield to confirm my dental benefits. I asked:

How many fillings per year? Maximum per day?

The consultant clearly stated: 10 fillings per year, max 2 per day, per member. Based on this, I proceeded with treatment. When my statement arrived, part of the bill was unpaid due to “benefit limits reached/exceeded/exhausted.” I immediately logged a query via email and received an automated response promising a 48-hour SLA. To date, ZERO feedback. I called again and was told the non-payment had nothing to do with what I was previously informed. Instead, I was told I had depleted my cover and can only have two dentist visits per year, every 6 months. This is a direct contradiction. If you allow only 2 visits and 2 fillings per visit, that’s 4 fillings per year, not 10. How does this make sense? When I requested my voice log, I was told:

I must go to their office to listen to it. After insisting, they said they could send it to the regional office in KZN, which is currently closed. I asked for the supervisor, was placed on hold, then transferred to Cassandra’s voicemail. No call back.

This is unacceptable. I demand:

Both voice logs emailed to me immediately. A copy of the benefit schedule that clearly states dental cover rules. An explanation for the contradictory information provided.

Your service is misleading, inconsistent, and fails basic accountability. I expect urgent resolution and written confirmation.